Service Delivery Director

Job Summary

• HCL Technologies (IBS) Head of UK Operations
• Department: Insurance Business Services (Business Process Outsourcing Division)
• Key relationships: Operations team, Customer, IT delivery Team, R&C, Change, Development team, Infra teams, L&D

Key Responsibilities

Key Deliverables:

• Client Engagement and Relationship:
• Direct client strategic planning engagements and attain positive reviews from clients
• Identify, execute and convert client business opportunities
• Maintain and develop key client relationships
• Perform project based on client requirements and gain client confidence
• Conduct negotiations in mutual best interest of clients.
• Delivery Management:
• Responsible direct line of sight to the end-to-end delivery requirements for the client – includes

delivery of onshore and offshore operations

• Own the onshore operations for their respective client area viz. contact centre, client finance area, actuarial and
• IQA etc.
• People Management for onshore and indirect management for offshore e.g. morale, motivations, incentives etc.
• Lead and motivate the development and delivery of the IBS modernization of the Product and Technology estate.
• Revenue and Profit Management:
• Monitor and manage account profitability above margin targets.
• Plan and implement the cost optimization program to deliver on the cost agenda
• Develop and attain accurate quarterly and annual revenue forecasts for every account
• Present weekly/monthly/quarterly/annual performance report.

Skill Requirements

Skillsets required:

• 15 years + Operations experience / Head of Operations
• Complex process background, preferably including Insurance process .  Not necessarily in life & pensions sector but familiarity with financial services highly desirable
• Strong communication and influencing skills
• Personal flexibility and willingness to travel at short notice
• Responsible for up to 200 - 300 people

Other Requirements

• Reporting to the COO